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Services Delivery & Operations
Archives for March 2021
Discussion List
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Where do you post your Support "rules of engagement"Hi We'd like to make information available to our customers that will set expectations for their interactions with Support. The info isn't appropriate for any legal doc as it doesn't impact T&Cs…Answered ✓ ClaireHernandez 22 views 3 comments 1 point Most recent by David Baca Services Delivery & Operations -
Support Contract Renewal IncentivesHi Team, as the Covid-19 pandemic continued to impact our customers business, we experienced an increase in support contract cancellations in specific customer segments. Some of those businesses are …DarrylBenjamin 62 views 3 comments 0 points Most recent by DarrylBenjamin Services Delivery & Operations -
SLA as Chat transitions to CaseHi All, When a case originates in Chat but can't be solved and becomes a case, what SLA do you apply at that time? Do they get priority when they enter the case queue or are your initial SLAs applie…Answered Karen Bautista 12 views 4 comments 0 points Most recent by Karen Bautista Services Delivery & Operations -
Utilization - If you calculate utilization - what do you include? What is your equation?If you calculate utilization... Do you calculate the factor differently for Exempt vs Non-Exempt resources? (Does the denominator hours change based on Exempt vs Non-Exempt?) What hours do you inclu…Answered ✓ James Evans 82 views 2 comments 0 points Most recent by James Evans Services Delivery & Operations -
What titles/role names you use in your organization for a Technical Support Engineer?Does anyone in this forum use a different title or role names for Technical Support Engineer / Product support engineer ? Also would appreciate any insights on the nomenclature used in your teams for…Answered ✓ SumitBhat 1.1K views 9 comments 0 points Most recent by Olivier Pierrot Services Delivery & Operations -
How do you categorize behavioral skills to allocate tickets to qualified staff?We are looking for frameworks/schema/approaches that other complex support organizations have used to categorize behavioral skills. In our case, we’ve developed a unified technical skills matrix that…Answered Amy Lifschitz 32 views 5 comments 0 points Most recent by StevenForth Services Delivery & Operations -
Do you survey both the chat instance and the case when one becomes necessary?We are currently surveying both the chat instance and when a case becomes necessary, that case as well. They are generally worked and closed by different resources and I think we need to know how we …Answered ✓ Karen Bautista 12 views 1 comment 0 points Most recent by David Perrault Services Delivery & Operations